DMG Consulting

MAY 3, 2019

Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

CSM Magazine

SEPTEMBER 10, 2018

Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. Research says: Self-service tools like knowledge base and FAQs deflect tickets up to 10%. Resolution SLA (Service Level Agreement).

Omni-channel support 40

Omni-channel support Metrics Customer Service Transportation 40

CSM Magazine

DECEMBER 13, 2024

It can even auto-create articles based on common customer queries, which ensures that customers receive fast and accurate self-service options. This level of sophistication is critical for large enterprises with a vast knowledge base.

Omni-channel support 52

Omni-channel support Multi-channel support Customer Service Enterprise 52

Comm100

DECEMBER 16, 2024

Understanding Customer Service Automation Customer service automation is the use of technology to simplify and improve how businesses assist their customers. Another key feature of customer service automation is self-service options. keeping context intact. Request a demo today Request Demo 3.

Customer Service 52

Customer Service Chatbots Omni-channel support Self service 52

Hodusoft

JUNE 7, 2024

Workforce Management Workforce management in a call center is all about ensuring the right amount of agents with the anticipated call volume to improve operational efficiency and service levels. Effective workforce management not only reduces costs but also enhances customer service standards.

Best practices 52

Best practices Call Center Omni-channel support Management 52